Not a Sample.
All of It.
Fern reads, understands and categorises every call and every email we handle for you - and hands the intelligence back.
A contact centre handling tens of thousands of interactions a month has always faced the same ceiling: quality and insight work is sampling work. A QA team can review a few hundred calls a month - a fraction of a percent - and every conclusion drawn from that sample carries the risk that the important thing happened in the calls nobody listened to.
Fern removes the ceiling. Every call and every email is AI-analysed, categorised and made searchable - so what you know about your customers no longer depends on what anyone had time to listen to.
Reviewed under traditional QA sampling
AI-analysed with Fern
Scheduled analysis, delivered automatically
What Fern Does
Every capability works from the same foundation - complete visibility of your customer contact, rather than a view assembled from whatever happened to be sampled.
Automatic Data Capture
Calls and emails are pulled straight from the contact centre platform - by campaign, by channel, across whatever period matters to you. Run it on demand or on a schedule: daily, a chosen weekday, or monthly. Set it once and the analysis keeps arriving.
Theme Detection
Every interaction is assigned a theme describing the reason for contact - discovered from the data, not picked from a pre-set list. A new product fault or billing glitch surfaces on its own, without anyone having thought to look for it.
Trends & Volumes
Theme volumes charted over time, top themes, sentiment tracked as positive, neutral or negative, average handling time by theme, and a clear view of exactly what period the analysis covers.
Period-Over-Period Comparison
Compare any two periods, normalised to per-day rates so different-length periods compare fairly. The output ranks the biggest movers in both directions. This is how a rising issue gets caught in its first week instead of its third month.
Reports Tuned to the Audience
Reports are configurable for tone, number of key findings and depth of supporting evidence - so the same data reads differently for an operations lead than it does for a board. Export to PDF, notify by email on completion, share with colleagues.
Evidence Behind Every Finding
Fern doesn't just assert a trend. It pulls verbatim quotes from the actual conversations behind each finding, so every claim traces back to a real call on a real date - and stays defensible in front of your board.
Needle-in-a-Haystack Search
Search every interaction by meaning, not keywords - "find the calls where someone mentioned a competitor's offer". Every match is checked individually and comes back with the quote that supports it and the call it came from, ready to interrogate further.
Scenario Detection
Describe a scenario in plain English - "the customer threatened to cancel", "the required disclosure wasn't given" - and every single interaction is classified against it. Previously this was only ever spot-checked.
Agent Evaluation Analysis
QA evaluation results analysed in aggregate - what drives customer satisfaction and dissatisfaction, how care and empathy land, where soft skills hold up. Patterns across the whole team rather than one scorecard at a time.
One Complete Dataset,
Any Question You Bring to It
Every report is drawn from the full set of interactions - configurable for tone, findings and evidence, exported to PDF and delivered by email. The reporting library keeps growing; these are some of the questions clients ask most.
Executive Summary
What the data shows across a period - the picture your leadership team needs, without an analyst backlog in front of it.
Focused Report
Ask a specific question of the entire dataset - "what are customers saying about the new billing system?" - and get an answer drawn from every interaction, not a sample.
Theme Analysis
Drill into a single theme and break it down the way you need it - by agent, team, region or campaign - to find where the issue actually sits.
Comparison Report
One period against another, normalised for length, ranking the biggest movers in both directions plus the shift in average handling time.
The Largest Unread Dataset You Own
Your contact centre is the biggest unfiltered source of information about your customers in existence - tens of thousands of unprompted, unmediated conversations a month. Until now, almost none of it has been read.
Fern turns that archive into voice-of-customer intelligence you can't buy from a survey panel or a focus group, because it isn't a proxy for what your customers think. It's what they actually said.
Emerging problems surface as they appear, not after they've become a trend someone noticed.
Quantified findings with quoted proof, per client, per period.
Every agent, every call, consistently assessed - not whoever happened to land in the sample.
Scenario checks run against every interaction rather than a spot check.
How Fern Runs
Scoped to Your Contact
We set the analysis up around your campaigns and channels - phone, email or both - across the periods that matter to your reporting cycle.
Scheduled and Automatic
Analysis runs to a schedule - daily, weekly or monthly - over rolling periods. Reports arrive by email on completion without anyone asking for them.
Secure and Isolated
Interactions are processed in a secure, region-hosted environment on enterprise AI infrastructure, isolated per client.
Fern isn't software you licence and staff. It's a capability we run for you as your contact centre partner, charged transactionally on handle-time minutes - so you get an intelligence report on your customers without standing up an analytics team to produce it.
Talk to Us About Fern